No one at the call center is enjoying the satisfaction of a job well done, it is complete detached. I'm sure the laborers are pushed hard to high quotas and have zero time to follow up with customers.
I think we need to back to owning the entire system if we are going to have better services, better profits and satisfied employees.
Hotel check-in. Walked in, lady at desk is read a novel, I ask "can I check in?", she directs me to a video-conference kiosk across the room, which is actively in-use by a high-maintenance customer who, in addition to changing her reservation details, can't understand a fairly light Indian accent. 15 minutes of waiting later, this other customer is still going around-and-around with the call center guy (who's being nothing but patient and trying his best with the system provided), the lady at the desk, rolls her eyes, harrumphs, and asks if I want to check-in with her instead.